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Abstrak :
Bussiness competition does not only focus to factory productivity, but also focus to quality of cheerfulness, rashness, and accuracy. High quality product not just cama fill consumers needs, but can give extra value to consumers. Telkom Bogor have applied to Quality Management System (QMS) that fitting with ISO 9001:2000. The purpose this research to know how application ISO 9001:2000 at Telkom Bogor and to identify problem application of ISO 9001:2000. Analitycal Hierachy Process (AHP) used to processing data identify problem application ISO 9001: 2000. The result of this research, showed that application ISO 9001:2000 at Telkom Bogor is good. Analysis application of ISO 9001:2000 at Telkom Bogor performed with tracking elements in ISO 9001:2000, that is QMS, management responsibility, resource management, product realization, measurement, analysis and improvement. The result of preparing data at level 1, that is identification problem application of ISO 9001:2000 at Telkom Bogor, which is ultimated goal. The result of preparing data at level 2, that is factor or problem criteria, showing QMS (0,2 78), management responsibility (0,233), resource management (0,198), product realization (?0,161,), measurement, analysis amid imnprovemnent (0,130). The result of preparing data at level 3 (actor), showing that management (0,4 73,.), executive (0,301), and operational (0,224). The result of preparing data at level 4 (purpose or problem causes), showing that system (0,414), finance (0,311), and tools (0,2 72). The result of preparing data at level 5 (alternative act), showing teamwork (?0,3,), technology innovation (0,255), education and training (0,213), amid improve administration system (0,211).

Abstrak :
Along with the tendencies of Indonesian construction companies in getting the Quality Management System (QMS) certification as an impact of the prerequisite needed in project tender mechanism and the awareness of internal companies QMS blueprint improvement in continual improvement concept, also emerge construction companies stakeholder critical question, that is if the companies which had already adopted and executed QMS like ISO 9001 will had a better competitiveness. This research proves theoretically and statistically about significant correlation between better competitiveness and Critical Success Factor (CSF) in QMS.

Abstrak :
Penerapan Standar Manajemen Mutu ISO 9001:2008 sudah dilaksanakan di BRSU Tabanan sejak tahun 2009 sebagai upaya untuk meningkatkan mutu pelayanan namun masih ada saja keluhan terhadap pelayanan di Badan Rumah Sakit Umum Tabanan. Sampai saat ini belum pernah dilakukan analisis kinerja pelayanan di IGD pada penerapan Standar Manajemen Mutu ISO 9001:2008 BRSU Tabanan. Penelitian ini dilakukan bertujuan untuk mengetahui dan menganalisis kinerja pelayanan di IGD pada penerapan SMM ISO 9001:2008 di IGD BRSU Tabanan. Dilakukan bulan Agustus-Oktober 2013, dengan metode penelitian kualitatif yang dilengkapi dengan data kuantitatif yang merupakan data sekunder berupa sasaran mutu di IGD sebagai indikator kinerja. Responden untuk kepuasan pelayanan di IGD adalah pasien atau keluarganya yang datang bulan Agustus-Oktober 2013 yang bersedia mengisi kuesioner,sebanyak 150 orang. Staf IGD dan staf di bidang pelayanan yang bekerja minimal 3 tahun sebagai responden penerapan SMM ISO 9001:2008 di IGD berjumlah 71 orang. Wawancara mendalam kepada Direksi sebanyak 3 orang sebagai informan dalam informasi pencapaian kinerja di IGD dan penerapan SMM ISO 9001:2008. Analisis data dengan content analysis. Hasil penelitian menunjukkan kinerja pelayanan di IGD sudah baik pada 9 sasaran mutu dari 12 sasaran mutu yang ada di IGD. Sasaran mutu yang belum baik adalah keluhan pelanggan, ketidakpuasan pelanggan terhadap pelayanan dokter dan angka kematian pasien di IGD ≤24 jam. Diperlukan peningkatan anggaran yang bertujuan untuk peningkatan kualitas SDM di IGD seiring dengan peningkatan pendapatan rumah sakit, melengkapi sarana untuk ruang intensif serta sosialisasi kembali penerapan SMM ISO 9001:2008 ......Implementation of ISO 9001:2008 Quality Management Standards have been implemented in BRSU Tabanan since 2009 in an effort to improve the quality of care, but there are still complaints against the ministry in BRSU Tabanan. Until now, this has never been done in the Emergency Room service performance analysis on the application of ISO 9001:2008 Quality Management Standard BRSU Tabanan. This study was conducted aimed to determine and analyze the performance of services in the emergency department on the application of ISO 9001:2008 QMS in Emergency Room BRSU Tabanan. Do months from August to October, 2013, with a qualitative research method that comes with the quantitative data is secondary data quality objectives in the Emergency Room as indicator performance. Respondents service satisfaction in the emergency department for patients or their families were coming month of August to October 2013, which are willing to fill out a questionnaire, as many as 150 people. Emergency Room staff and staff working in the field of service of at least 3 years as respondents in the application of ISO 9001:2008 QMS Emergency Room are 71. In-depth interviews to the Board of Directors as an informant were 3 people in the achievement of performance information in the Emergency Room and the application of ISO 9001:2008 QMS. Data were analyzed using content analysis. The results show the performance of services in the Emergency Room already well on target mutul 9 of 12 quality objectives in the Emergency Room. Quality objectives is not good customer complaints , customer dissatisfaction with the services of doctors and patient mortality in Emergency Room ≤ 24 hours. Required an increase in the budget aimed at improving the quality of human resources in the emergency department with increasing hospital revenue, completing facilities for intensive care and resocialization of the application of ISO 9001:2008 QMS.